Onboarding Customer Support Advisor (Remote in Portugal)

About The Role

Location

Remote - based in Portugal

Terms

Permanent Contract / Full-Time 40h weekly

Salary

• €15,250 (Paid in 14 installments)
• We are looking for a tech-savvy

Onboarding Customer Support Advisor

with fluent English and Portuguese language skills who is passionate about delivering outstanding Customer onboarding support via phone and email while driving improvements to the Customer experience.

If you enjoy instructing, problem-solving and helping new Customers thrive, we would love to hear from you! This is a work-from home position based in Portugal.

About our Partner

Momence is an online events platform for businesses that create event pages, sell tickets, make video courses, and much more.

Momence aims to help their Clients save time and grow revenue by creating bespoke Customer experiences & automating backend admin such as taking bookings & closing new leads.

Schedule

Available schedules are as follows

• Saturday to Wednesday 15:30-00:00
• Wednesday to Sunday 15:30-00:00
• Saturday to Wednesday 00:00-08:30
• Thursday to Monday 00:00-08:30
• Monday to Wednesday 15:30-00:00 & Saturday & Sunday 08:30-17:00
• We will endeavour to assign preferred schedules to successful candidates but this cannot be guaranteed.

WHAT YOU'LL BE DOING

Customer Onboarding Support Excellence

• Provide prompt, friendly, and accurate support
• & guidan
• ce

to

newly onboarded Momence

C

• ustomers via
• phone

and

• occasionally
• email

in English

and Portuguese

• .
• Offer cl
• ear, step-by-step guidance to resolve questions and ensure a smooth
• onboarding
• experience for new Momence Customers
• .

Customer Education & Interaction

• Respond to inquiries with empathy, professionalism, and an understanding of customer needs.
• Proactively engage with

C

ustomers to exceed their expectations, offering solutions that leave a lasting positive impression.

Educate

& train customers on system setup, correct usage & best practices.

Proactive Problem Solving

• Stay ahead of potential
• issues by id
• entifying and addressing problems before they escalate.
• Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products.

Product Expertise

Maintain

in-depth knowledge of

the Momence

platform to assist

C

• ustomers effectively and confidently.
• Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others.

Empathy and Clear Communication

• Demonstrate active listening, ensuring customers feel understood and valued.
• Simplify complex technical information into easy-to-understand instructions.

Continuous Learning & Quality Assurance

• Uphold commitment to delivering high-quality support by adhering to best practices and quality standards.
• Participate in ongoing training and stay up to date with our evolving platform and industry trends.

OUR RECRUITMENT PROCESS

• Our recruitment process is 3 stages.
• 30 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team
• Your profile

Experience

• 2-3 years in customer support, with a focus on
• pho
• ne
• interac
• tions
• .

P

• revious
• experience with US, Australian, or New Zealand customers is a plus.

Training

and/or pre-sales experience would be advantageous.

Language Skills

Fluent English

and Portuguese

• lang
• uage ski
• lls are required
• for this role
• .

Tech-Savvy

Comfortable with technology and able to troubleshoot tier 1 technical issues.

Communication Skills

: Exceptional communication skills (both written and verbal), with the ability to articulate solutions clearly and effectively.

Customer Focus

A passion for delivering outstanding customer service and a commitment to resolving issues with empathy and professionalism.

Adaptability

Comfortable working in a fast-paced environment and embracing change.

Team-Oriented

Ability to work both independently and collaboratively, contributing to a supportive and proactive team environment.

Growth Mindset

• A curiosity and eagerness to learn, adapt, and contribute to continuous improvement.
• Thrives at Fast Pace

• Prioritization skills, resilience to pressure, and the ability to maintain focus amid constant change
• .
• Why us?

WHAT YOU GET IN RETURN

Fully

R

• emote work based in Portugal
• A competitive salary
• Night shift allowance
• Monthly internet allowance of
• €20

Meal

A

• llowance
• of €10.46
• Equipment provided
• Home office allowance
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.

Autonomy and Responsibility

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